Workforce Planning & Analytics Specialist

Client of Ultimate HR Solutions; Dubai; On-site; USD 60,000 - 90,000; Full time

Job summary

A leading company in Dubai seeks a Workforce Planning & Analytics Specialist to enhance operational efficiency through data-driven insights. The role involves workforce management, process optimization, and reporting on KPIs to support strategic decisions in customer service operations.

Qualifications

• Strong analytical skills with expertise in data visualization tools.
• Knowledge of WFM methodologies and contact center operations.
• Experience in business process mapping and optimization.

Responsibilities

• Develop and manage forecasting models to optimize staffing.
• Analyze business processes to identify opportunities for improvement.
• Develop dashboards and maintain reports to track operational performance.

Skills

Analytical skills

Data visualization

Forecasting models

Process optimization

Problem-solving

Communication skills

Job description

Workforce Planning & Analytics Specialist

Is responsible for enhancing operational efficiency by leveraging data-driven insights, workforce management strategies, and process optimization techniques. This role ensures that business decisions are informed by accurate forecasting, KPI analysis, and technology-driven improvements, ultimately driving cost efficiency, service excellence, and an optimised customer experience.

Key Responsibilities:

Workforce & Performance Management:

Develop and manage forecasting models for Voice, Chat, Email, and Social channels to optimize staffing and service levels.

Oversee workforce planning and collaboration with outsourced partners to ensure efficient resource allocation and SLA adherence.

Identify performance gaps and inefficiencies, providing data-driven recommendations to enhance WFM strategies and operational effectiveness.

Process Optimization & Business Strategy:

Analyze business processes and workflows, identifying opportunities for improvement and creating process maps, mind maps, and workflow diagrams.

Lead cross-functional collaborations to refine customer journeys, ensuring they align with business objectives and enhance user experience.

Provide detailed scoping documents for new business and technology requirements, ensuring seamless integration into existing systems.

Work closely with stakeholders to implement feedback loops that drive continuous improvement in business operations.

Data Analysis & Reporting:

Develop and maintain real-time dashboards and reports to track KPIs, customer satisfaction metrics, and operational performance.

Provide data-driven insights to guide strategic decision-making and improve business efficiency.

Track and analyze First Contact Resolution (FCR) trends, identifying key drivers for repeat interactions and developing solutions to improve resolution rates.

Technology & Innovation:

Research, evaluate, and recommend new technologies that enhance business processes, improve efficiency, and optimize customer interactions.

Act as a liaison between technology teams, operations, and vendors to ensure smooth implementation of new tools and systems.

Collaborate on automation initiatives that improve workflow efficiency and reduce manual efforts.

Stakeholder Collaboration & Communication:

Act as the primary data point for performance-related metrics, ensuring leadership and stakeholders have access to actionable insights.

Conduct weekly business reviews (WBRs) and monthly presentations, providing updates on operational performance, workforce metrics, and customer experience trends.

Facilitate cross-functional discussions to align business strategies with operational realities.

Is responsible for enhancing operational efficiency by leveraging data-driven insights, workforce management strategies, and process optimization techniques. This role ensures that business decisions are informed by accurate forecasting, KPI analysis, and technology-driven improvements, ultimately driving cost efficiency, service excellence, and an optimised customer experience.

Key Responsibilities:

Workforce & Performance Management:

Develop and manage forecasting models for Voice, Chat, Email, and Social channels to optimize staffing and service levels.

Oversee workforce planning and collaboration with outsourced partners to ensure efficient resource allocation and SLA adherence.

Identify performance gaps and inefficiencies, providing data-driven recommendations to enhance WFM strategies and operational effectiveness.

Process Optimization & Business Strategy:

Analyze business processes and workflows, identifying opportunities for improvement and creating process maps, mind maps, and workflow diagrams.

Lead cross-functional collaborations to refine customer journeys, ensuring they align with business objectives and enhance user experience.

Provide detailed scoping documents for new business and technology requirements, ensuring seamless integration into existing systems.

Work closely with stakeholders to implement feedback loops that drive continuous improvement in business operations.

Data Analysis & Reporting:

Develop and maintain real-time dashboards and reports to track KPIs, customer satisfaction metrics, and operational performance.

Provide data-driven insights to guide strategic decision-making and improve business efficiency.

Track and analyze First Contact Resolution (FCR) trends, identifying key drivers for repeat interactions and developing solutions to improve resolution rates.

Technology & Innovation:

Research, evaluate, and recommend new technologies that enhance business processes, improve efficiency, and optimize customer interactions.

Act as a liaison between technology teams, operations, and vendors to ensure smooth implementation of new tools and systems.

Collaborate on automation initiatives that improve workflow efficiency and reduce manual efforts.

Stakeholder Collaboration & Communication:

Act as the primary data point for performance-related metrics, ensuring leadership and stakeholders have access to actionable insights.

Conduct weekly business reviews (WBRs) and monthly presentations, providing updates on operational performance, workforce metrics, and customer experience trends.

Facilitate cross-functional discussions to align business strategies with operational realities.

Requirements

• Strong analytical skills with expertise in data visualization tools
  
• Knowledge of WFM methodologies, forecasting models, and contact center operations
  
• Experience in business process mapping and process optimization
  
• Ability to interpret KPI trends and operational data to drive performance improvements
  
• Strong project management and stakeholder collaboration skills
  
• Familiarity with automation, AI-driven chat solutions, and customer service technologies
  
• Excellent problem-solving and decision-making abilities.
  
• Strong communication and presentation skills

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